Senior Manager, Operations Communications

Customer Service Cottonwood Heights, Utah Jacksonville, Florida


The Senior Manager, Operations Communications (Loans) will manage a team of leaders to drive the strategy and the day-to-day operations of the team. This position will drive business and process changes to ensure SoFi loan members have an exceptional member experience. 

SoFi’s Senior Manager, Operations Communications will be required to:

  • Independently manage teams of up to 10 managers with their own teams of Member Servicing Representatives

  • Define and drive both a talent and execution strategy for the servicing organization you support in order to develop future leaders and deliver an excellent Member experience

  • Maintain a deep understanding of all tasks associates and associate managers are required to perform

  • Ability to understand broader business objectives and break down into specific tactical requirements, then prioritize and execute against them

  • Drive performance of the site and partner with other sr./site managers to provide a consistent employee and member experience

  • Hire, train, motivate, monitor and coach new managers, associate managers and associates

  • Handle special borrower circumstances and problems as they arise

  • Ensure all teams follow policies and procedures

  • Ensure all managers and their teams are meeting or exceeding production goals

  • Implement processes and procedures to increase efficiency and reduce errors

  • Performance manage all managers and ensure consistency in performance management for all associate managers and team members through scorecard metrics and policies

  • Lead and manage cross-functional projects

  • Work with quality and training teams to ensure knowledge gaps are identified and closed quickly and timely

  • Liaise with business partners and Senior Leaders on behalf of Operations and Members

Qualification & Requirements:

  • Bachelor's or Associate's Degree preferred

  • 3-5+ years of management experience

  • 5+ years general customer service experience

  • 4+ years experience managing managers in a production or customer service environment

  • Experience managing organizations of some size

  • Call center or processing center management experience strongly preferred

  • Project Management experience

  • Experience in effectively leading and motivating others in accomplishing established goals

  • Experience maintaining a competitive organization by attracting, managing, developing and retaining top talent

  • Direct experience developing, communicating and executing on organizational strategy

  • Experience hiring, training, motivating, monitoring and coaching managers, supervisors  and associates who are responsible for production and focused on customer service

  • Must be Series 99 licensed or be able to obtain within 6 months or hire

  • Must be or have been fingerprinted and cleared by FINRA

Minimum Knowledge, Skills, and Abilities:

  • Strong management skills are required to manage the team of managers, associate managers and associates

  • Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, associate managers, managers and members as well as senior management

  • Ability to react to change quickly and implement new processes & procedures

  • Ability to work independently with little or no supervision

  • Professional demeanor and excellent work habits are essential

  • Student loan origination's, consumer credit or consumer lending experience preferred

  • Financial services specific customer service experience preferred

  • Some evenings and weekend days will be required


  • Fully stocked kitchen, and subsidized gym membership and lunches

  • Competitive salary packages, bonuses, and stock options

  • A flexible vacation policy allows you to truly relax and reboot

  • Comprehensive health, vision, dental, and life insurance as well as disability benefits

  • 100% of health, vision, and dental premiums paid by SoFi for employees and their dependents 

  • 401(k) and education on retirement planning

  • Tuition reimbursement on approved programs, up to $5,250 a year

  • Monthly contribution to help you pay off your student loans

EEO Statement:

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.